Integrate Freshdesk to Salesforce

Freshdesk is a customer support ticketing system that includes a range of ticketing tools such as ticket prioritization, service level agreements, native internal communication between collaborating agents, automated suggestions for ticket solutions and in-depth customer support analytics.

Popular Use Cases

Xplenty can extract any data that you need from Freshdesk. Here are some of our most popular use cases:

Agents

Create, view, and/or modify information associated with one of your support agents, including their contact information (name, email, phone number), their permission level and which customer support group they belong to. You can also see if the agent is currently available to take a ticket and how long they have been available for so that you can assign tickets to appropriately.

Conversations

Retrieve and update information about replies and notes associated with tickets, including the full text of the reply and the IDs of the agents, customer and support ticket associated with the conversation. This will not only allow you to integrate the full content of a support interaction into your customer support analytics but also allow Freshdesk to provide deeper analytics with regards to support agent performance.

Tickets

See an array of information about a support ticket, including the customer that submitted the ticket, the source they submitted it from, the assigned agent, the content of the support request and the priority that Freshdesk has assigned that ticket. This, along with data about the type of support issue that the ticket is addressing, will allow you to more effectively assign the right members of your support team to the right tickets.

Contacts

View data about a contact that has created a support ticket. This includes both basic contact information - like their name, email address, and social media ID - and information that will help you to more effectively assign the right agents to meet that contact’s needs, such as their preferred language, their associated tags and what other tickets they have submitted.

Popular Use Cases

Xplenty can extract any data that you need from Salesforce. Here are some of our most popular use cases:

Leads

Track valuable lead information like who your leads are, their contact information, where they were first met and their contact status.

Contacts

Store a contact’s name, mailing address and email, along with the date they were last contacted and the date they should be contacted again.

Accounts

Create an account for any business or person that it may be useful to track. hen, use that account number to integrate and track any other important information associated with that account holder.

Opportunities

Create an opportunity when there is a sale - or a potential sale - by one of your accounts. Then, connect them to leads, contacts, and accounts to provide analysis for how profitable certain business ventures and campaigns are.

Product

Track a product’s name, description and category. Then, use a product code to search for the product internally, track its progress, or incorporate new data regarding the product.

Campaigns

Track things like the budgeted cost and the actual cost of a campaign. Then, access fields - like how many leads were converted, new opportunities, expected revenue, etc. - that help you track how effective the campaign was.

Events

Schedule events that are designed to help a business develop customer relationships and keep track of logistical data. You can also track if this event is related to a specific lead, contact, or opportunity.

Custom Objects

Create objects specific to your company’s needs that better manage what types of data you collect from your interactions and data sources. You can either create a wholly new custom object in which you define all the parameters, or you can customize a standard object to better fit your needs.

Fabio DeSousaProduct Development Associate, Pack Health

Xplenty’s Salesforce integration has allowed our analysts to clean and transform our Salesforce data in a repeatable, easy-to-modify way. It lets us spend more time learning from our data instead of working on it.

Why Our Customers Choose Xplenty

Ownership

We take ownership of your data pipelines. That means that our platform will ensure that your data continues to flow and that your pipelines won’t break - and, if they do break, it’s our problem, not yours. So rest easy knowing that Xplenty has got you covered.

Control

Xplenty offers you full flexibility when it comes to how much control you have over the process of data integration. That means that you choose exactly what data will be delivered, how it’s going to be delivered, and when.

Ease of Use

You don’t have to be tech-savvy to use Xplenty. There’s no code, no engineering and no need to worry about messing up your data delivery.

Reach

Data integration used to be the domain of IT, data developers and BI. Xplenty changes all of this, allowing every team within a company - marketing, sales, product, finance, HR, etc. - to use the platform to power their analytics and gain important business insights.